After the course you can explain why a service that works perfectly can still feel poor to the people using it. You place experience moments along a service journey, balance the interests of the people involved, read experience data critically and turn it into improvements you can test. You also look at how AI changes trust in digital services. The course suits product owners, service owners and experience leads who already know the ITIL basics and want to prepare for the ITIL Experience (Version 5) exam.
What you’ll take away.
- Explain experience as the interplay of anticipation, perception and evaluation
- Weigh up the views of users, customers, sponsors and providers and name the tensions between them
- Locate experience moments along service journeys and lifecycle stages
- Check experience evidence for trustworthiness and treat metrics as hypotheses
- Assess how AI affects trust and perception
Your training in detail
- Who is it for?
- Product owners, service owners, experience leads, business relationship managers and service delivery professionals who are expected to improve the experience of digital products.
- Prerequisites
- You need an ITIL 4 certification, ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5). PeopleCert requires one of these before you can sit the exam.
- Format & planning
- Standard length: 3 training days. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Experience as a human response and its value for digital products and services
Stakeholder perspectives: users, customers, sponsors and providers
Service journeys and experience moments across the lifecycle
Experience drivers in the four ITIL dimensions
Experience capture: domains, signals and the limits of metrics
Improvement in loops: notice, interpret, hypothesise, experiment
AI, trust and digital ethics; practice questions for the exam
You map the journey through an internal self-service portal, mark the critical experience moments, judge how much the available data really tells you and write an improvement hypothesis that can be tested.
Exams, licences & credentials
The course prepares you for the PeopleCert ITIL Experience (Version 5) exam (40 multiple-choice questions, 90 minutes, open book, 70 per cent pass mark). The exam and its fees are included only if the offer confirms this explicitly. Any certificate is issued by PeopleCert. PeopleCert releases results only with proof of training from an accredited training organisation or of its official eLearning. Whether the offer includes that proof, and whether this is an official vendor course, is stated in the individual offer.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
What do I need before taking ITIL Experience?
PeopleCert requires an ITIL 4 certification, ITIL Foundation (Version 5) or the Foundation Bridge (Version 5).
What is the exam format?
The exam has 40 multiple-choice questions in 90 minutes. It is open book and you need 70 per cent to pass.
What does the module count towards?
According to PeopleCert, ITIL Experience is one of the modules for ITIL Managing Professional, together with Product, Service and Transformation.
Does ITIL Experience (Version 5): designing the experience of digital services include a certificate?
The course prepares you for the PeopleCert ITIL Experience (Version 5) exam (40 multiple-choice questions, 90 minutes, open book, 70 per cent pass mark). The exam and its fees are included only if the offer confirms this explicitly. Any certificate is issued by PeopleCert. PeopleCert releases results only with proof of training from an accredited training organisation or of its official eLearning. Whether the offer includes that proof, and whether this is an official vendor course, is stated in the individual offer.